The player from Morocco had requested a withdrawal less than two weeks prior to submitting his complaint. His money had not been received yet. He had confirmed that he had successfully withdrawn in the past, passed the KYC verification, and never activated a bonus. The casino had stated that the transaction was successful on their end. However, the player had claimed that the USDT address provided by the casino didn't match his. The casino had suggested that the player might have entered the address incorrectly. Despite attempts to resolve the issue, the player had been unable to provide evidence that he had submitted the correct address for withdrawal. Consequently, we had concluded that the casino had made the payment to the address provided by the player, and there was nothing more we could do. The complaint was therefore rejected.
MyStake Casino - Player believes that their withdrawal has been delayed.
Amount: €110
MyStake Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
I withdrew money via Binance Tether USD (Tron/TRC20), and I haven't received my money yet, even though it is marked as successful and not processing.
I even contacted the support to get the TxID and they didnt give it to me.
Also i keep getting rejected withdraw.
i tried skrill , erc20 but nothing works.
Please note that i already did my first withdrawal the 19th december and it had worked perfectly. I dont know why now it doesnt work and i haven't received my money.
Dear ismailelfejer,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Dear ismailelfejer,
Have you received your withdrawal from the casino yet?
Thank you for your reply, ismailelfejer. First of all, creating multiple accounts is never a good idea, actually, quite the opposite and it could lead to a permanent ban on your account(s) and confiscated winnings. Please, never create more than one account in each casino, as this is a serious breach of one of the most basic online casino rules.
Now, let's focus on the issue here. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
- i already did a withdrawal that worked perfectly
- i did my kyc verification and i passed it its done
- i have never activated a bonus
Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Dear ismailelfejer,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Thank you very much, ismailelfejer, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello ismailelfejer,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.
Dear MyStake Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
Hello,
We checked that transaction and it has been paid by our side successfully. We will provide you with the proof.
Kind regards
Hello ismailelfejer,
Could you confirm if you have received the payment?
I'll be awaiting your reply.
As you can see i haven't received any payment
Talking about the link that have been sent below by the casino i saw that the USDT address isn't matching with mine , event thought I have checked the address many times before confirming the withdrawal in the mystake account.
Dear MyStake Casino,
Could you state if the TRX destination address was manually set by the player? Or the funds were sent to the deposit address?
I'll be awaiting your reply.
Hello,
The withdrawal is sent to the address that we mentioned in that thread. We think that the user indicated this one incorrectly.
We can send the screenshot as proof via email.
Kind regards
Dear MyStake Casino,
Thank you for your response and the provided document.
Hello ismailelfejer,
Could you provide us with proof you have submitted as withdrawal address your Binance Tron address?
I am looking forward to your response.
I really dont know how could i do this , i have already sent all the evidence needed
Hello ismailelfejer,
Have you used the same Tron address for deposit as for withdrawal?
I'll be awaiting your reply.
Hello ismailelfejer,
Could you state if you set the withdrawal Tron address manually?
I'll be awaiting your reply.
Hello ismailelfejer,
As the TRX address was set manually, the casino has provided us with the TRX address where the funds were sent and the TRX hash confirms this, I am afraid there is nothing that can be done from our side.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Stefan, Casino.Guru
